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Creating the Next Generation of
Digital Engagement
Session #198, February 14, 2019
Hank Capps, MD, SVP, Novant Health and COO, Novant Health Physician Network
Stephanie Landry, Director, Communication & Engagement, Novant Health Physician Network
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Hank Capps, MD, SVP, Novant Health and COO, Novant Health
Physician Network has no real or apparent conflicts of interest to
report.
Stephanie Landry, Director, Communication & Engagement, Novant
Health Physician Network has no real or apparent conflicts of
interest to report.
Conflict of Interest
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Outline overarching approach to consumer engagement and
consumer experience initiatives
Review components of a human experience innovation council to
operationalize patient engagement
Discuss digital approach to engagement through a customized
patient portal experience
Outline how to keep patient feedback at the center of engagement
work
Review key learnings to build upon for success
Summarize what’s next in the engagement journey
Agenda
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Explain the benefits of implementing patient engagement and
patient experience initiatives
Describe the components to maximizing patient engagement
through an online patient portal
Describe how to operationalize a human experience innovation
council
Describe how to operationalize an electronic patient family
advisory council
Design an overarching framework for developing a successful
patient engagement program that can be customized for the
attendees organization
Learning Objectives
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Novant Health Medical Group by the Numbers
922,000+
578
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Care Delivery of the Future
Relationship continuityRelationship continuity
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Focusing on Personalization and
Connection
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Elevating Customer Experience
and Engagement
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Delivering a Remarkable Patient
Experience
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Service Standards
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Human Experience Innovation
Council (HEIC)
2017 2018
Team Member Rewards & Recognition
HR Processes Hiring for a Cultural Fit
Standard Mode of Dress NHMG
Telephone Etiquette: Always Event
Services Standards: Always Event
Arrival and Registration: Always Event
2018
Leader Rounding
Cultural Alignment
Operational Phone Assessment
Appreciation
2018 2019
Patient Forms
Waiting Room Experience
New Clinic Culture Camp
Global Design of Follow-Up
Future
Continue to move to an “Always On”
approach
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Always
Events
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Measuring Success
Description
2016
%
Positive
2017
%
Positive
2018
%
Positive
90%
Percentil
e Target
Standard care provider
domain
85.6% 86.4%
87.1%
86.5%
Staff worked together
83.8% 84.5%
85.4%
85.1%
Likelihood to recommend
85.6% 86.4%
87.0%
87.2%
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Intentional Strategy of
Implementing New Technology
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Geo
Check-In
Geo
Check-In
ePFAC
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922,393
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Community of patients
engaging with their health
information digitally
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Pre- and Post-Login Experiences
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Pre-Login Experience
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Creating a digital front door
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Scheduled Appointments
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Post-Login Experience
Schedule appointments
Send messages to provider
eCheck-In
Fast Pass
Geolocation Check-In
Complete an e-visit
Download entire medical record
Use of Interpreter Services via
Inbasket Messaging with 48hr
turnaround time
Share medical record with any
provider, anywhere
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E-visits
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Video visits
& on-
demand
video visits
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Personalized health reminders
Birthday letters for preventative health and screening tests
Disease-specific, real-time reminders
Care coordination as next level of intervention for high-risk
patients
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Designing a mobile strategy with the patient
at the center
Focusing on a patient-first approach vs.
technology-first approach
Engaging patients and caregivers with health
information and content throughout the care
journey
Integrating connectivity to frequently used
health resources
Creating a seamless experience to access
health information regardless of device or
platform
Patients demand access to health
information and resources at their
fingertips through mobile
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Electronic Patient Family Advisory
Council ePFAC Registration Data
0
500
1000
1500
2000
2500
3000
3500
4000
4500
4,188 e-advisors
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Survey
Topics
Ambulatory waiting room preferences
Patient education
eBooks and whiteboards
Patient Bill
of Rights
Automated
telephone menu
Defining
value in value-based care
Preferences
when scheduling an appointment
Living well with diabetes
Falls
prevention in acute facilities
Human Experience
Innovation Council project ideas
Preferences
when changing an appointment
Referral scheduling preferences
Retail
clinics
Consumer loyalty programs
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Take Aways:
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Take Aways:
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Take Aways:
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181
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Number of patients over
the age of 100 engaging
with their health
information digitally
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Engrain patient engagement as part of operational DNA
Create personalized, consumer experiences, not just patient
experiences
Deliver on comparably remarkable experiences in acute,
ambulatory and virtual venues of care
Encourage patients to log in and connect with care providers
Aggressively turn on new functionality for patients and providers
Ask patients for input regarding operational decisions along the
way
Involve clinical teams in shaping the strategy
Continue to evolve as patient needs and preferences evolve
Key Learnings for Patient Engagement
Success
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Our aspiration is to provide care…
…in a way that
is hyper-
personalized
to each
individual
…in a way that
is hyper-
personalized
to each
individual
…where
consumers
want it
…where
consumers
want it
…when
consumers
need it
…when
consumers
need it
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Hank Capps, MD, SVP, Novant Health and COO,
Novant Health Physician Network
Email: rhcapps@novanthealth.org
LinkedIn: www.linkedin.com/in/rhenrycappsjrmd
Stephanie Landry, Director, Communication & Engagement,
Novant Health Physician Network
Email: sflandry@novanthealth.org
LinkedIn: www.linkedin.com/in/stephaniefriedrichlandry
Twitter: @SFLandry7
Questions